Zero Grief Policy

I evaluated lots of Windows help authoring tools for one of my early freelancing jobs. As I searched various tech writer forums for criteria, one piece of advice stood out.

One of the writers said he adopted a "zero grief policy" when evaluating any software.

Was the install process too manual? Chuck it.

After the install, did the software drop you into a blank screen and leave you to figure out what to do next? Chuck it.

Did the menu items and dialog boxes help you through the process or did they leave you wondering where to start? Chuck it.

Was the help authoring tool's model so tough to understand that you got lost in its complexity? Chuck it.

I took that advice seriously. The software I picked was going to be used by developers and non-writers after I left, so it had to be as easy as possible to use.

Now, Windows help authoring tools are not as easy to use as a text editor and never will be. But if I could get the file started, and if the menus and dialogs could help these novice users along the way with the least friction possible, then the project would be a success. (We went with Help & Manual.)

Adopting a "zero grief policy" isn't always possible, of course. But whenever I'm evaluating any purchase -- software, a car, a gadget -- I am looking at it with the typical user mindset of Don't make me think! If it causes me the least amount of grief, I chuck it.